Software Support Technician
San Diego, CA

Job Description

Maintain customer satisfaction by providing remote software system support; identifying system improvements; upgrading, installing, and configuring systems; onsite, classroom and remote training of end users on the use of the software.

Essential Duties and Responsibilities:

* Troubleshoot, diagnose, identify and resolve software issues by means of research, testing and remote screen sharing.
* Provide Tier I support answering the help desk phone line and email for all incoming service requests; includes the Emergency Support line.
* Provide answers directly to clients by identifying problems, researching answers and guiding client through corrective steps quickly, clearly, and jargon-free.
* Escalates incidents to Senior Support Engineers and alert manager of priorities and problems.
* Consult customers on the ideal use of the software based on best practice and customer business processes.
* If unable to provide the solution, collect and document necessary information for appropriate specialist to address. Follows through all calls and issues until resolved.
* Create and maintain working documents which includes processes, procedures, FAQs, and known errors, etc.- contributing to a working knowledge base.
* Adheres to Software Maintenance Agreement timelines and requirements.
* Assists other help desk Technicians as needed.
* Other duties may be assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Must have the ability to be on-call beyond normal business hours and on weekends. Incumbent will participate in rotational after hours "on call" support on a regular basis.
* Able to assume ownership of issues/problems/projects and resolve in a timely manner.
* Ability to operate independently with a high degree of productivity and reliability.
* Ability to work a flexible shift schedule.Education and/or Experience:
*
* Associate's degree or equivalent from a two-year college/technical school; and a minimum of two (2) years related experience and/or training; or equivalent combination of education and experience.
* Exposure in preparing and presenting basic software training information.
* Knowledge and/or experience of aviation industry a plus.
* Bilingual a big plus (Spanish preferred).
* Knowledge of and/or experience in accounting processes strongly preferred.

Computer Skills:

* Knowledgeable in current networking standards.
* Familiar with system administration
* Fluent with Microsoft server 2008, 2012, 2016 and Windows 7, 8, 8.1, and 10.
* Knowledge of accounting systems a plus (i.e. Quick Books, Great Plains).
* Exposure to client/server software systems, SQL, Interbase/ Firebird, and Oracle database systems a plus.
* Intermediate knowledge of Microsoft Office including Outlook.
* Hardware/Software troubleshooting experience in environments servicing local and remote users.
* Experience with Quantum Control.